Customer Service Specialist Ii
Resume:
PROFESSIONAL
SUMMARY
SKILLS
WORK HISTORY
LISA ROMESBURG
■ Council Bluffs, IA 51501 ■ 712-***-**** ■ **************@****.*** ■ WWW: Bold Profile ■ To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Assist people in finding solution in efficient,
accurate, and courteous manner.
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• Ensure integrity of data and information
Billing assistance, payment plan, inquiries,
and requests, account maintenance
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• Assist with Income Driven Repayment Plan
Assist borrowers with process for Direct
Loan Consolidation after receiving their
application ·
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Update information on accounts in Loan
Servicing and/or Originations systems ·
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Serve as resource person within team as
needed, including assisting new associates
with training need Military Correspondence,
filling out forms for service members, Public
Service Loan Forgiveness
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• Listening
• Organization
• Attentive
• Adaptive
• Empathy
ENROLLMENT PROCESSING SPECIALIST II 06/2023 to 11/2023 Nelnet Student Loan Services, Omaha, NE
• Updated, entered and reviewed customer data.
• Communicated effectively via telephone, email and in person with prospective customers. Understood and thoroughly explained services provided to customers and potential customers.
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• Reviewed statistic enrollment data and prepared reports.
• Finalized and processed enrollment applications.
• Processed over 100 in school deferments per 8 hour shift SENIOR CUSTOMER REPRESENTATIVE / HELP DESK 05/2019 to 05/2023 Nelnet Business Solutions, Omaha
• Listened to customers' questions and concerns to provide answers or responses. Clarified customer issues and determined root cause of problems to resolve product or service complaints.
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• Answered customer telephone calls promptly to avoid on-hold wait times. Collected customer information and analyzed customer needs to recommend potential products or services.
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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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Provided excellent customer service by efficiently resolving issues and responding to inquiries.
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• Updated account information to maintain customer records.
• Answered constant flow of customer calls with minimal wait times. Assist borrowers with process for Direct Loan Consolidation after receiving their application.
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EDUCATION
• · Update information on accounts in Loan Servicing and/or Originations systems Serve as resource person within team as needed, including assisting new associates with training needs · Military Correspondence, filling out forms for our service members
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SENIOR CUSTOMER SERVICE REPRESENTATIVE 09/2003 to 01/2019 Skillsoft, West Des Moines, IA
• Greeted customers and listened closely to problems described to determine solutions. Resolved customer service issues using company processes and policies and provided updates to customers.
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Utilized active listening skills to understand customer needs and provide tailored solutions.
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• Researched and rapidly resolved client conflicts to maintain key accounts. Responded to customer calls and emails to answer questions about products and services.
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• Handled customer inquiries and complaints with professionalism to restore satisfaction. Developed and maintained strong relationships with customers to foster repeat business.
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Coached new team members on service techniques and provided scoring through quality assurance program.
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Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
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Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
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Bachelor of Science : Business Administration
Kaplan University - Davenport, IA
Associate of Science : Microcomputer Network Administration Kaplan University - Davenport, IA
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